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Frequently Asked Questions

What is 3D Secure?

Security of your Debit card and Credit card is our prime concern. And now we bring the highest level of security to ensure your online transactions are safe and secure. 3D Secure is an online security feature that is powered by Visa, MasterCard and Diners Club for Debit card and Credit card transactions that are carried out online. This feature protects you from unauthorised online transactions as you will be required to provide a one-time password (OTP) that is sent to your (registered mobile number) when you make any online transactions on websites that have incorporated the 'Verified by Visa' or 'MasterCard Secure Code' or 'Diners Club Protect Buy sign'. This means every time you transact online you will receive a one-time password which has to be used to complete your transaction online.

Why 3D secure and how does it help me?

3D Secure protects you against unauthorised online transactions as you will be required to enter a one-time password that will be sent to your mobile number before you can complete the online transaction. This additional authorisation step ensures that only you as the cardholder will have the password required to complete the transaction and that no transactions without your knowledge is possible.

Should I register for 3D Secure?

As a Commercial Bank Debit card and Credit card customer you are automatically registered for 3D secure. You do not need to register for 3D Secure. Every time you transact online, you will be sent a one-time password (OTP) to your registered mobile number. You will be required to enter this OTP to do the online transaction on all website that have incorporated the "Verified by Visa" or "MasterCard Secure Code" or “Diners Club Protect Buy” sign. However, you will be required to register your Supplementary Cardholders (such as a Spouse), mobile number via your Internet Banking account, in order for them to receive the one-time password when they shop online.

Do I need to apply for a new Commercial Bank Debit card or Credit card to enable the 3D Secure feature?

Your current Commercial Bank Debit or Credit card is already configured for 3D Secure. You can continue using the existing cards and no card replacement is required.

Will I be charged for using the 3D Secure?

The 3D Secure feature is a free security feature on all Commercial Bank Debit cards and Credit cards.

Will all my online transaction go through the 3D Secure authentication process?

Please note the additional authentication process is applicable only on websites that are 3D secure enabled. As a customer, you will be able to identify if the website is enabled for 3D Secure if the 'Verified by Visa' or 'MasterCard Secure Code' or 'Diners Club Protect Buy' sign is displayed on the website. E.g., if you have made a purchase on amazon.com and you will be directed to a page which will display either Visa or MasterCard or Diners Club logo along with a request to enter your OTP. For online portals which are not 3D secure enabled, you can check out and complete your transaction once you have entered the CVV number.

What if the website does not have the 'Verified by Visa' or 'MasterCard Secure Code' or 'Diners Club Protect Buy' sign?

For websites that have not enabled the 3D Secure feature, you will not be required to go through the one-time password authentication process for your online transactions.

How does 3D secure work?

The 3D Secure feature offers enhanced security through an additional SMS authentication process when you pay online with your Commercial Bank Debit card or Credit card on websites that have incorporated the “Verified by Visa” or “MasterCard Secure Code” or “Diners Protect Buy” sign. This ensures that only you as the Debit and Credit cardholder will be able to complete the online transaction.
 
The 3D secure process is simple.

  1. Shop Online at any 3D secure website
  2. Enter your Commercial Bank Debit card or Credit card details during checkout
  3. You will receive a one-time password (OTP) on your mobile number registered with the Bank
  4. Enter the OTP in the new additional screen
  5. Transaction completed 

 

After you have entered your password correctly, Commercial Bank will send an authorisation to the merchant and your transaction will be completed. This process is fully protected and invisible to the online merchant. If you enter your password incorrectly three times, or should your 3D Secure™ access get locked, you will have to call +974 44490000

Can I make a purchase using any computer? Is there a need to install any software?

Yes, you can. You do not need to install any special software. You can always pay online with your one-time password.

How do I update my mobile number?

You can update your Mobile number through any Commercial Bank branch or by calling the Call Centre

Can I get the OTP through an e-mail?

The Bank encourages sending an OTP on mobile phone. This is to ensure safety of the data. If for any particular reason you are unable to receive the OTP on your mobile phone then please call our Call Centre on +974 44490000 & request for the OTP to be received on your registered valid email id.

What is Resend OTP?

In case you haven't received the OTP then you may choose to resend the OTP to continue using this functionality. However, please wait for 2-3 minutes before using this option.

What is the registered mobile number or email address?

The registered mobile number or email address is your mobile number or email address which is linked to your Credit card or account. The last 4 digits of the registered mobile number will be shown to you on the Authentication page when the OTP is sent.

Can I shop with online merchants which are not 3D Secure yet?

When shopping with online merchants which are not 3D Secure yet, we recommend the following:

  1. Shop with retailers which are reputable and reliable
  2. Keep a record of your online transactions e.g. bill receipt, order number, etc
  3. Read the merchant's terms carefully before submitting the purchase request
  4. Read carefully the delivery arrangements, cost, tax, and other information related to the product
  5. Make sure that the website is secured (https://)
  6. Use the latest version of your browser and make sure that your computers operating system is up to date


Is this facility available on my Supplementary card?

The 3D secure feature is available on the Supplementary cards as well. Please make sure that you register a valid mobile number for every supplementary card planned to be used for this service.

Follow the below mentioned steps to register a mobile number for the supplementary card

  1. login to Internet Banking /Mobile Banking with your Password and OTP
  2. Select Card Services
  3. Followed by “Credit card services” and “Debit card services”
  4. Update a valid Mobile number for each Supplementary card to receive an OTP


If you do not register a different mobile number for the add-on card member then the “One Time Password" (OTP) will be sent to the registered mobile number of the primary card member.

My son/daughter who holds a supplementary card is residing in the US (any other country). If a transaction is done from the country of their residence, which mobile number will they receive the OTP on?

You can register an international mobile number against the supplementary card to receive the OTP.

Follow the below mentioned steps to register a mobile number for the supplementary card

  1. login to Internet Banking /Mobile Banking with your Password and OTP
  2. Select Card Services
  3. Followed by “Credit card services” and “Debit card services”
  4. Update a valid Mobile number for each Supplementary card to receive an OTP


When I am travelling I don’t carry my Qatar mobile number? Can I provide an international number to receive the OTP?

Yes, you can register your international number through Internet banking or Mobile Banking where you will receive your OTP.

How long is the OTP valid?

Please note that the OTP is valid only for 15 minutes. After that you will be directed to start your transaction and check out process again.

What if I enter wrong OTP?

You are allowed a maximum of 3 OTP attempts after which your card will be blocked. To unblock your card, you have to call +974 4449 000.

Can I generate a Password and use that for all transactions?

No, the static password option is not available. You will receive a new one-time password for every transaction. This is to ensure your password is never compromised.

If I need more information, who should I contact?

If you need any help, please call our Call Centre on +974 4449 0000

 

What you’ll need

  • Qatar ID or Residence Permit
  • Working visa – home passport showing a valid working visa together with your home ID card if applicable.
  • Two passport sized photographs

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